Award Recommendation and Evaluation Synopsis_final.docx
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- Attached to
- Notice of Intent to Award for DS 250000000022
- Solicitation number
- NIA1-231-250000000950-1
- Issued by
- Michigan
About this file
This document is an Award Recommendation and Evaluation Synopsis from the Michigan Department of State, detailing a Direct Solicitation (DS) 250000000022 for Customer Service Training. The solicitation was posted on SIGMA VSS on 4/22/2025 and remained open for 16 days, with proposals due by 5/8/2025. Three qualified bidders submitted proposals: Slalom Inc., The Boston Consulting Group (BCG), and Deloitte Consulting LLP. The contract term is specified as 5 weeks, with the state seeking a contractor to provide comprehensive customer service training.
The evaluation process involved a Joint Evaluation Committee that scored proposals across four technical criteria, with a total possible score of 100 points. Pricing underwent four rounds of negotiation, with initial proposals significantly exceeding the state's budget. Ultimately, The Boston Consulting Group was recommended for award at $200,000, selected based on providing the best value to the State of Michigan. Their proposal included initial training of employees and methodology application/tailoring workshop at no cost to the state. The final recommendation considered overall economic impact, with BCG scoring 91/100 and offering the most competitive pricing structure across multiple evaluation rounds.
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Michigan.gov/MiProcurement
Michigan.gov/MiProcurement
AWARD RECOMMENDATION
| Notice of Intent to Award Number: 250000000946 |
| Notice of Intent to Award Date: 8/19/2025 |
The Department of State office has completed the evaluation of Direct Solicitation (DS) 250000000022 and has recommended an award to The Boston Consulting Group in the amount of $200,000.00.
Bidders who were not recommended for the award are encouraged to schedule a debriefing session with the Solicitation Manager. The debriefing session will provide the bidder with the State’s rationale on why the bidder was not recommended for the award. The Solicitation Manager may be contacted as follows:
Jonathon Khon, Solicitation Manager.
KhonJ@Michigan.gov 517.241.3886 Background Information:
This DS was to solicit responses for selection of a Contractor to provide Customer Service Training. The term of this contract is for 5 weeks.
Bidders:
The DS was posted on SIGMA VSS on 4/22/2025 for 16 days. The following bidders submitted proposals by the published due date of 5/8/2025. Please note that there were 2 bids received from vendors that were not part of the prequalified pool. This was due to the commodity email push not being deleted prior to posting the direct solicitation. These bids were not evaluated.
| Bidder |
| Address, City, State, Zip Code |
| SDVOB* |
| GDBE** |
| VS0150962, Slalom, Inc. |
| 821 2nd Ave, Suite 1900, Seattle, WA |
| VC0002124, The Boston Consulting Group, Inc. (BCG) |
| 200 Pier 4 Boulevard, Boston, MA |
| CV0001354, Deloitte Consulting, LLP |
| 200 Renaissance Ctr, Detroit, MI |
| eLearn It All, LLC |
| Not part of the prequalified pool |
| Healing In Movement LC |
| Not part of the prequalified pool |
*SDVOB: Service-Disabled Veteran Owned Business **GDBE: Geographically Disadvantaged Business Enterprise
EVALUATION SYNOPSIS
I. Evaluation Process A Responsible Vendor is a vendor that demonstrates it has the ability to successfully perform the duties identified by the solicitation. A Responsive proposal is one that is submitted in accordance with the solicitation instructions and meets all mandatory requirements identified in the solicitation.
Proposal Instructions: Evaluation Process
| Technical Evaluation Criteria |
| Weight |
| 1. |
| Product Quality – Schedule A, Statement of Work, Section 1 |
| 35 |
| 2. |
| Service Capabilities – Schedule A, Statement of Work, Sections 2-5 |
| 20 |
| 3. |
| Schedule A, Statement of Work, Sections 6-10 |
| 15 |
| 4. |
| Vendor Questions Worksheet |
| 30 |
| Total |
| 100 |
The full evaluation process is stated in the RFP Proposal Instructions.
II. Evaluation Method Responses to this solicitation were reviewed by Joint Evaluation Committee (JEC), which consisted of the following individuals:
| Voting |
| Advisory |
Jonathon Khon, Buyer MDOS/BFS/Procurement Division/Purchasing Section Leigh Holmes, Buyer Manager MDOS/BFS/Procurement Division/Purchasing Section
Angela Harness, Bureau Admin MDOS/Bureau of Quality & Customer Experience Kristal Mack, Analyst MDOS/Procurement Division/Procurement Support Section
III. Evaluation Results A. Slalom Inc.
The Evaluation Team determined that Slalom, based on a score of 98, did meet the requirements of this RFP. This determination was accomplished by evaluating their responses to the Technical Evaluation Criteria.
1. Product Quality – Schedule A, Statement of Work, Section 1.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
2. Service Capabilities – Schedule A, Statement of Work, Sections 2-5.
The Evaluation Team determined that overall, the responses were mostly satisfactory, but the following deficiencies were noted:
a. Section 4.8 Security. C and D were not answered by bidder.
3. Schedule A, Statement of Work, Sections 6-10.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
4. Vendor Questions Worksheet.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
Total Score: 98/100 B. The Boston Consulting Group Inc.
The Evaluation Team determined that BCG, based on a score of 91 did meet the requirements of this RFP. This determination was accomplished by evaluating their responses to the Technical Evaluation Criteria.
1. Product Quality – Schedule A, Statement of Work, Section 1.
Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
2. Service Capabilities – Schedule A, Statement of Work, Sections 2-5.
The Evaluation Team determined that overall, the responses were mostly satisfactory, but the following deficiencies were noted:
a. The numbering in the bidder’s response was out of sequence and didn’t match the DS.
b. There was a question that went unanswered and one response that was not provided in the appropriate section.
3. Schedule A, Statement of Work, Sections 6-10.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
4. Vendor Questions Worksheet.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
Total Score:91/100 C. Deloitte Consulting, LLP.
The Evaluation Team determined that Deloitte Consulting, based on a score of 99, did meet the requirements of this RFP. This determination was accomplished by evaluating their responses to the Technical Evaluation Criteria.
1. Product Quality – Schedule A, Statement of Work, Section 1.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
2. Service Capabilities – Schedule A, Statement of Work, Sections 2-5.
The Evaluation Team determined that overall, the responses were mostly satisfactory, but the following deficiencies were noted:
a. There was one question that went unanswered.
3. Schedule A, Statement of Work, Sections 6-10.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
4. Vendor Questions Worksheet.
The Evaluation Team determined that overall, the responses were satisfactory, and no deficiencies were noted.
Total Score:99/100 IV. Technical Evaluation Summary
| Selection Criteria |
| Slalom |
| BCG |
| Deloitte |
| 1 |
| Schedule A, Statement of Work, Section 1 |
| 35 |
| 35 |
| 35 |
| 2 |
| Schedule A, Statement of Work, Sections 2-5 |
| 18 |
| 11 |
| 19 |
| 3 |
| Schedule A, Statement of Work, Sections 6-10 |
| 15 |
| 15 |
| 15 |
| 4 |
| Vendor Questions Worksheet |
| 30 |
| 30 |
| 30 |
| Total |
| 98 |
| 91 |
| 99 |
V. Pricing Summary Pricing was evaluated for the bidders who passed technical. The following is a summary of their price proposals:
Initial Pricing
| Deliverable |
| Slalom |
| BCG |
| Deloitte |
| 1 |
| Training Development |
| $97,197.00 |
| $498,000.00 |
| $408,786.67 |
| 2 |
| Initial Training of Employees |
| $182,566.00 |
| $95,000.00 |
| $204,393.33 |
| 3 |
| Train the Trainer |
| $32,052.00 |
| $7,000.00 |
| $408,786.67 |
| 4 |
| Methodology Application/Tailoring Workshop |
| $41,999.00 |
| $0.00 |
| $204,393.33 |
| Total Price |
| $353,814.00 |
| $600,000.00 |
| $1,226,360.00 |
2nd Round Pricing
| Deliverable |
| Slalom |
| BCG |
| Deloitte |
| - |
| Align & Design |
| $79,725.00 |
| 1 |
| Training Development |
| $104.724.00 |
| $174,800.00 |
| $204,393.33 |
| 2 |
| Initial Training of Employees |
| Not included |
| $25,200.00 (partial online/in-person) |
| Not included |
| 3 |
| Train the Trainer |
| $28,150.00 |
| Not included |
| Not included |
| 4 |
| Methodology Application/Tailoring Workshop |
| Not included |
| $0.00 |
| Not included |
| Total Price |
| $212,599.00 |
| $200,000.00 |
| $204,393.33 |
3rd Round Pricing
| Deliverable |
| Slalom |
| BCG |
| Deloitte |
| - |
| Align & Design |
| $79,725.00 |
| 1 |
| Training Development |
| $104.724.00 |
| $194,000.00 |
| $204,393.33 |
| 2 |
| Initial Training of Employees |
| Not included |
| $0 virtual |
| Not included |
| 3 |
| Train the Trainer |
| $28,150.00 |
| $6,000.00 |
| Not included |
| 4 |
| Methodology Application/Tailoring Workshop |
| Not included |
| $0 |
| Not included |
| Total Price |
| $212,599.00 |
| $200,000.00 |
| $204,393.33 |
4th Round Pricing
| Deliverable |
| Slalom |
| BCG |
| Deloitte |
| - |
| Align & Design |
| $79,725.00 |
| 1 |
| Training Development |
| $104.724.00 |
| $194,000.00 |
| $ |
| 2 |
| Initial Training of Employees |
| $266,160.00 |
| $399,000 |
| $ |
| 3 |
| Train the Trainer |
| $28,150.00 |
| $7,000.00 |
| $ |
| 4 |
| Methodology Application/Tailoring Workshop |
| Not included |
| $0 |
| $ |
| Total Price |
| $478,759.00 |
| $600,000 |
| $ |
VI. Negotiations Initial Pricing Responses were well out of the States budget.
2nd Round of Pricing: The State revealed budget expectations and the removal of TTT piece. All bidders responded with updated Schedule B pricing.
3rd Round of Pricing: The State added the TTT piece back in and asked bidders for updated pricing.
4th Round of Pricing: The State requested pricing that included the training of public facing employees in person.
VII. Award Recommendation Award recommendation is made to the responsive and responsible Bidder who offers the best value to the State of Michigan. Best value is based on the proposal meeting the minimum point threshold and offering the best combination of the factors stated in the Proposal Instructions Evaluation Process section, and price.
The Boston Consulting Group LLC provided the best value to the State in their 3rd round proposal. Best value factors for Award Recommendation include:
· Initial Training of Employees & Methodology Application/Tailoring Workshop at no cost to the State.
As part of the best value determination, overall economic impact to the State of Michigan was considered and is not a determinative factor in making this award.
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